Managing Severities

Severities organize (SLA and optionally non-SLA) issues into categories based on their impact on the user or overall user base. These categories can have generic (e.g. Severity 1, Severity 2, Severity 3) or fairly descriptive (e.g. Major, Moderate, Minor, Minimal) names. Either way, any users permitted to select Severity can access detailed definitions by clicking the descriptions link beside the Severity field on the Submit Issue page.

All users can view Severity-related data within issues and reports, but only users with Can select Severity when submitting or maintaining issues permissions can select or update an issue’s Severity.

While the Severity field is included on all issues, a value is only required for SLA-related issues. In addition, only SLA issues are automatically updated with a Default Severity when users cannot or do not specifically select one. This default value is determined by the Service Level Agreement that is applied.


 

Adding Severities

The following steps must be repeated for each Severity you want to include in your system. Keep in mind that every Severity you add will require its own Service Terms within every Service Level you add.

Steps:

  1. Go to Administration > SLAs > Severities > Add.
  2. Enter a name for the new Severity.

  1. Enter a Description that helps permitted users determine when to select this Severity on an issue.
    • From Submit and Edit Issue screens, hovering over or clicking on descriptions next to the Severity field will open a popup list of all current Severities and their descriptions.
       
  2. (Optional) Define this Severity’s Display Order (e.g. 3 = third place) within related lists and drop-downs.
  3. Click Save.

A confirmation message will appear when this process is complete.


 

Editing Severities

Steps:

  1. Go to Administration > SLAs > Severities.
  2. Click edit next to the Severity you are modifying.
  3. Make your changes on the Edit Severity screen that opens.
  4. Click Update.

A confirmation message will appear when this process is complete.


 

Deleting Severities

Steps:

  1. Go to Administration > SLAs > Severities.
  2. Click del next to the Severity that you wish to delete.
  3. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.